Customized item self-returns system

ABSTRACT

Examples provide customized authorization of item self-returns. A customized returns manager component calculates a customized return-trust score and a per-item return value based on analysis of item data and transaction history data. If a per-user return-trust score is within an unacceptable threshold range or an item value is within an unacceptable threshold value range, a second user is assigned to assist a first user with completion of the proposed return of the selected item. If the per-user return-trust score and the item value is within an acceptable threshold range, a return authorization component authorizes unassisted self-return of the selected item. An item disposition component determines in real-time whether to permit the first user to keep the selected item or instruct the first user to return the selected item to a designated item return area prior to completion of the item return based on a set of item disposition criteria.

BACKGROUND

Typically, when a user wants to return an item to a store, the userbrings the item to be returned with a receipt for the item back to thestore where the item was originally obtained. The user waits in line ata return desk where a customer service associate scans the receipt,inspects the item to be returned and determines whether to approve thereturn. If the item return is approved, the amount the user paid for theitem may be refunded, in whole or in part, to the user in cash, creditback, a gift card or replacement item. If the item was ordered via anonline source, the user may have to repackage and mail the item to areturns location. In such cases, the user may have to wait until theitem is received back at the returns location before a refund will beprovided to the user. These manual item returns are frequently slow,time-consuming, confusing, and unduly burdensome to users.

SUMMARY

Some examples of the disclosure provide a system for customized itemreturns. The system includes a memory and at least one processorcommunicatively coupled to the memory. A calculation component analyzesitem data associated with the selected item and transaction history dataassociated with the first user using a set of score generation rules.The calculation component calculates a return-trust score for a userattempting to return a selected item based on results of the analysis. Areturn authorization component analyzes the per-user trust score and theitem data, including a value of the selected item and a per-item returnvalue, using a set of authorization criteria. The return authorizationcomponent determines whether to authorize unassisted self-return of theselected item by the selected user based on results of the analysis. Anitem disposition component generates a set of item dispositioninstructions associated with the selected item in real-time based on aset of item disposition criteria and a set of item return dataassociated with the unassisted self-return of the selected item if thereturn authorization component authorizes the unassisted self-return ofthe selected item. The item return data includes a set of itemattributes associated with the selected item. A user interface componentoutputs the set of item disposition instructions to a user deviceassociated with the selected user. The set of item dispositioninstructions include at least one of a first instruction to return theselected item to a designated return location or a second instruction toretain the selected item by the selected user.

Other examples provide a computer-implemented method for customized itemreturns. A returns management component receives item return dataassociated with a proposed return of a selected item from a user deviceassociated with a first user. The item return data includes anidentification of the first user, item data associated with the selecteditem, and a user-provided reason for proposed return of the selecteditem. A task assignment component assigns a second user to assist thefirst user with completion of the proposed return of the selected itemon condition a per-user return-trust score associated with the user iswithin an unacceptable return-trust score threshold range or a per-itemreturn value associated with the selected item is within an unacceptablereturn value threshold range. A return authorization componentauthorizes unassisted self-return of the selected item by the first useron condition the per-user return-trust score associated with theselected user is within an acceptable return-trust score threshold rangeand the per-item return value associated with the selected item iswithin an acceptable return value threshold range. An item dispositioncomponent selects a disposition of the selected item on condition theunassisted self-return of the selected item by the first user isauthorized based on an analysis of the item return data, transactionhistory data associated with the first user, and item data using a setof item disposition criteria, the disposition of the selected itemcomprising returning the selected item to a designated return locationor retaining the selected item by the selected user. The returnsmanagement component approves completion of proposed return withoutreturn of the selected item to the designated return location oncondition the selected disposition comprises retaining the selected itemby the selected user. A notification component outputs a dispositionnotification to the selected user instructing the selected user to placethe selected item in a designated receptacle associated with thedesignated return location via a user interface component associatedwith the user device on condition the selected disposition comprisesreturning the selected item.

Still other examples provide a system for score-based item returnsauthorization. The system includes a memory; at least one processorcommunicatively coupled to the memory; and a data storage devicecomprising transaction history data for an identified user and a set ofitem disposition rules associated with a plurality of items. Acalculation component calculates a return-trust score for the identifieduser attempting to return a set of items from the plurality of itemsbased on an analysis of item data associated with the set of items,user-provided item return data, and transaction history data associatedwith the identified user. A task assignment component assigns a seconduser to assist the identified user with completion of the proposedreturn of the set of items on condition the return-trust score is withinan unacceptable return-trust score threshold range or a per-item returnvalue associated with the set of items is within an unacceptable returnvalue threshold range. A return authorization component authorizesunassisted self-return of the set of items if the return-trust scoreassociated with the selected user is within an acceptable return-trustscore threshold range and the per-item return value is within anacceptable return value threshold range. An item disposition componentgenerates a set of item disposition instructions associated with theselected item in real-time based on a set of item disposition criteriaand a set of item return data associated with the unassisted self-returnof the set of items on condition the return authorization componentauthorizes the unassisted self-return of the selected item. A returnmanagement component authorizes completion of the return of the set ofitems without return of the set of items to a designated item returnarea on condition an estimated restock cost associated with the set ofitems is within an unacceptable threshold range. A user interfacecomponent outputs the set of item disposition instructions to a userdevice associated with the identified user. The set of item dispositioninstructions includes at least one of an instruction to return theselected item to a designated return location on condition the estimatedrestock cost associated with the set of items is within an acceptablethreshold range.

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. This Summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used as an aid in determining the scope of the claimed subjectmatter.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is an exemplary block diagram illustrating a system forcustomized self-returns.

FIG. 2 is an exemplary block diagram illustrating a designated returnlocation associated with an item selection area.

FIG. 3 is an exemplary block diagram illustrating a customized returnsmanager component for authorizing self-returns of items.

FIG. 4 is an exemplary block diagram illustrating a customized returnsmanager component for generating item disposition instructions.

FIG. 5 is an exemplary block diagram illustrating a returns managercomponent for managing proposed item self-returns.

FIG. 6 is an exemplary block diagram illustrating a database storingitem return data.

FIG. 7 is an exemplary block diagram illustrating a set of scoregeneration rules.

FIG. 8 is an exemplary block diagram illustrating a set of item-valueparameters.

FIG. 9 is an exemplary block diagram illustrating transaction historydata.

FIG. 10 is an exemplary flow chart illustrating operation of thecomputing device to manage self-returns of items.

FIG. 11 is an exemplary flow chart illustrating operation of thecomputing device to provide customized self-returns of items.

FIG. 12 is an exemplary flow chart illustrating operation of thecomputing device to generate per-user return-trust score.

FIG. 13 is an exemplary flow chart illustrating operation of thecomputing device to authorize self-return based on a return-trust score.

FIG. 14 is an exemplary flow chart illustrating operation of thecomputing device to complete self-return transactions without userintervention.

FIG. 15 is an exemplary flow chart illustrating operation of thecomputing device to determine item disposition instructions for areturned item.

FIG. 16 is an exemplary block diagram illustrating a screenshot of auser device displaying a previous history for the user.

FIG. 17 is an exemplary block diagram illustrating a screenshot of auser device displaying item data associated with a previous transaction.

FIG. 18 is an exemplary block diagram illustrating a screenshot of auser device displaying a set of items obtained in a single transaction.

FIG. 19 is an exemplary block diagram illustrating a screenshot of auser device displaying an item selected for return and providing anoption permitting a user to select a reason for returning the selecteditem.

FIG. 20 is an exemplary block diagram illustrating a screenshot of auser device displaying an item selected for return and displaying theuser-provided reason for return.

FIG. 21 is an exemplary block diagram illustrating a screenshot of auser device displaying return options for returning the item to adesignated return location.

FIG. 22 is an exemplary block diagram illustrating a screenshot of auser device displaying a selected item for return, an amount to berefunded, and a method of providing the refund.

FIG. 23 is an exemplary block diagram illustrating a screenshot of auser device displaying an item return instruction.

FIG. 24 is an exemplary block diagram illustrating a screenshot of auser device displaying an instruction to scan the quick response (QR)code and scan the item at the item return location.

FIG. 25 is an exemplary block diagram illustrating a screenshot of auser device displaying a notification to the user that the returntransaction is complete without physically returning the item to an itemreturn location.

Corresponding reference characters indicate corresponding partsthroughout the drawings.

DETAILED DESCRIPTION

Referring to the figures, examples of the disclosure enable a system forproviding self-return of items via a customized returns managercomponent without user intervention. In some examples, the systemgenerates a return-trust score for an identified user based onuser-provided data, the user's transaction history data, includingprevious purchases and/or previous returns. The return-trust score iscustomized for each user. The system determines whether to permit aparticular user to return an item via an automated system withoutsupervision or assistance of returns personnel based on the return-trustscore for that user. This enables the system to quickly and accuratelydetermine whether a user has sufficient experience with item purchasesand/or return(s) indicating the user is capable of completing aself-return without assistance. The users history can also indicatewhether the user should be trusted to correctly perform a self-returnwithout assistance and/or how many items the user should be trusted toreturn without assistance.

In other examples, the system provides an item return value indicatingappropriateness of unassisted self-return of the item. The systemanalyzes the item return value for a given item to determine whether topermit a user to return the given item without assistance. This enablesquick and efficient self-return authorizations of items.

The system analyzes item return data using a set of disposition criteriato determine disposition of an item approved for self-return by theidentified user. The disposition criteria are utilized to identify amost suitable disposition of each item returned by a user via theself-return system on a per-item basis for increased item returnefficiency and improved user return system interactions.

Referring again to FIG. 1, an exemplary block diagram illustrates asystem 100 for customized self-returns. In the example of FIG. 1, thecomputing device 102 represents any device executing computer-executableinstructions 104 (e.g., as application programs, operating systemfunctionality, or both) to implement the operations and functionalityassociated with the computing device 102. The computing device 102 caninclude a mobile computing device or any other portable device. In someexamples, the mobile computing device includes a mobile telephone,laptop, tablet, computing pad, netbook, gaming device, and/or portablemedia player. The computing device 102 can also include less-portabledevices such as a server, a desktop personal computer, an item returnkiosk, or tabletop devices. Additionally, the computing device 102 canrepresent a group of processing units or other computing devices.

In some examples, the computing device 102 has at least one processor106 and a memory 108. The computing device 102 can also include a userinterface component 110.

The processor 106 includes any quantity of processing units and isprogrammed to execute the computer-executable instructions 104. Thecomputer-executable instructions 104 can be performed by the processor106 or by multiple processors within the computing device 102 orperformed by a processor external to the computing device 102. In someexamples, the processor 106 is programmed to execute instructions suchas those illustrated in the figures (e.g., FIG. 10, FIG. 11, FIG. 12,FIG. 13, and FIG. 14).

The computing device 102 further has one or more computer readable mediasuch as the memory 108. The memory 108 includes any quantity of mediaassociated with or accessible by the computing device 102. The memory108 can be internal to the computing device 102 (as shown in FIG. 1),external to the computing device (not shown), or both (not shown). Insome examples, the memory 108 includes read-only memory and/or memorywired into an analog computing device.

The memory 108 stores data, such as one or more applications. Theapplications, when executed by the processor 106, operate to performfunctionality on the computing device 102. The applications cancommunicate with counterpart applications or services such as webservices accessible via a network 112. In an example, the applicationscan represent downloaded client-side applications that correspond toserver-side services executing in a cloud.

In other examples, the user interface component 110 includes a graphicscard for displaying data to the user and receiving data from the user.The user interface component 110 can also include computer-executableinstructions (e.g., a driver) for operating the graphics card. Further,the user interface component 110 can include a display (e.g., a touchscreen display or natural user interface) and/or computer-executableinstructions (e.g., a driver) for operating the display. The userinterface component 110 can also include one or more of the following toprovide data to the user or receive data from the user: speakers, asound card, a camera, a microphone, a vibration motor, one or moreaccelerometers, a BLUETOOTH brand communication module, globalpositioning system (GPS) hardware, and a photoreceptive light sensor. Ina non-limiting example, the user inputs commands or manipulate data bymoving the computing device 102 in a particular way.

The network 112 is implemented by one or more physical networkcomponents, such as, but without limitation, routers, switches, networkinterface cards (NICs), and other network devices. The network 112 canbe any type of network for enabling communications with remote computingdevices, such as, but not limited to, a local area network (LAN), asubnet, a wide area network (WAN), a wireless (Wi-Fi) network, or anyother type of network. In this example, the network 112 is a WAN, suchas the Internet. However, in other examples, the network 112 is a localor private LAN.

In some examples, the system 100 optionally includes a communicationsinterface component 114. The communications interface component 114includes a network interface card and/or computer-executableinstructions (e.g., a driver) for operating the network interface card.Communication between the computing device 102 and other devices, suchas but not limited to a user device 116, a user device 118 and/or acloud storage 120, can occur using any protocol or mechanism over anywired or wireless connection. In some examples, the communicationsinterface component 114 is operable with short range communicationtechnologies such as by using near-field communication (NFC) tags. Thecommunications interface component 114 in some examples retrieves thetransaction history data 130 from a cloud storage 120 via the network112.

User device 116 and user device 118 represent any type of deviceexecuting computer-executable instructions. The user device 116 and/orthe user device 118 can be implemented as a mobile computing device,such as, but not limited to, a wearable computing device, a mobiletelephone, laptop, tablet, computing pad, netbook, gaming device, and/orany other portable device. The user device 116 and/or the user device118 includes at least one processor and a memory. The user device 116and/or the user device 118 can also include a user interface componentfor providing input to the user device and/or receiving output from theuser device.

The user device 116 is a computing device associated with a user 122attempting to return an item 124 to a provider of the item 124 via aself-returns application 126 executing on the user device 116. Theself-returns application 126 can be downloaded from the computing device102, the cloud storage 120, an applications server, or other applicationprovider via the network 112. The self-returns application 126 in someexamples is an application for facilitating an unassisted self-return ofthe item 124. An unassisted self-return is an automated return systemenabling a user to obtain a refund of a purchase price paid for the item124 without interacting with a returns manager, service representative,or any other personnel associated with the provider of the item 124.

The user initiates the unassisted self-return process via theself-returns application 126 in some examples. In these examples, theuser 122 scans a barcode or other marker on the item 124 using ascanning device, image capture device, or other sensor device associatedwith the user device 116. The self-returns application 126 utilizes thescan data and/or image data to obtain item return data associated withthe item. The self-returns application 126 sends the item return data toa customized returns manager component 128. The customized returnsmanager component 128 provides the unassisted item self-return servicesto the user 122 on behalf of the provider of the item 124.

The customized returns manager component 128 is stored on the memory andexecuted by the processor 106 to perform the unassisted itemself-returns. In some examples, the customized returns manager component128 obtains the item return data from the self-returns application 126.The item return data can include an identification of the item 124offered for return, a time and/or date the item 124 was purchased, anamount paid for the item 124, a reason for return of the item, and/or atransaction identifier, such as a transaction code, receipt number, orother identification associated with the item 124.

The customized returns manager component 128 obtains transaction historydata 130 associated with the user 122 in some examples. The transactionhistory data 130 is data including prior item purchase transactions bythe user 122, prior item return transactions by the user 122, number ofprevious purchases, number of previous returns, etc.

The transaction history data 130 is data generated by one or morepoint-of-sale (POS) devices. The transaction history data 130 caninclude data associated with online item purchases, online item returns,in-store item purchases, and/or in-store item returns. The transactionhistory data 130 can be obtained directly from a plurality of POSdevices, obtained from a local data storage device, such as the datastorage device 132, and/or obtained from a remote data storage, such as,but not limited to, the cloud storage 120.

The data storage device 132 can include one or more different types ofdata storage devices, such as, for example, one or more rotating disksdrives, one or more solid state drives (SSDs), and/or any other type ofdata storage device. The data storage device 132 in some non-limitingexamples includes a redundant array of independent disks (RAID) array.In other examples, the data storage device 132 includes a database.

The data storage device 132 in this example is included within thecomputing device 102 or associated with the computing device 102. Inother examples, the data storage device 132 includes a remote datastorage accessed by the computing device via the network 112, such as aremote data storage device, a data storage in a remote data center, orthe cloud storage 120.

The customized returns manager component 128 aggregates the item returndata 134, the transaction history data 130, item data 136, and/oruser-provided data 138. The item data 136 is data describing the item124. The item data 136 can include a size of the item, base price of theitem 124, actual price paid, type of item (perishable/nonperishable),category of the item 124, supplier, estimated restock price of the item,number of instances of the item returned within a predeterminedtime-period, and/or any other attributes 152 of the item 124. The itemdata 136 in this example includes an item value 154. The item value 154is a calculated value of the item 124.

The item attributes 152 in other examples includes a category of aselected item, a value of the selected item, an item returns historyassociated with the selected item, a number of instances of the selecteditem returned within a predetermined time-period, a number of validreturns of instances of the selected item within a predeterminedtime-period, and/or a number of invalid attempted returns of instancesof the selected item within the predetermined time-period.

In one non-limiting example, the item attributes 152 for paper towelsincludes information such as, a brand “Great Value”, a type “sized−4-spills”, a number of rolls per package “6 rolls”, and item details,such as “double roll paper towels, quilted, white, and 168 sheets.

The item data 136, item return data 134, and/or user-provided data 138in this example is stored on the local data storage device 132. In otherexamples, item data 136, item return data 134, and/or user-provided data138 is stored on a remote data storage, such as the cloud storage 120.

The user-provided data 138 in some non-limiting examples includes dataprovided by the user 122, such as a user's returns account 140information, login (username and/or password), user-provided reason forreturn of the item 124, and/or any other information provided by theuser via the self-returns application 126.

The customized returns manager component 128 analyzes the aggregateditem return data 134, the transaction history data 130, item data 136,and/or user-provided data 138 using a set of authorization rules 142.The set of authorization rules 142 includes one or more rules fordetermining whether to authorize the user 122 to receive a refund forreturn of the item 124 without interacting with some manager or otherpersonnel during the item return transaction.

The set of authorization rules 142 in one example includes a rule suchas, but not limited to, a threshold number of item returns in a singletransaction. If a user attempts to returns a number of instances of thesame item in a single transaction, it can indicate the user requiresassistance (providing assistance is advisable). In another example,authorization rules specify a threshold total value of all items beingreturned in a single transaction. If the total refund amount wouldexceed the threshold, the unassisted self-return should be unauthorized(assistance required).

The set of authorization rules 142 in another example include athreshold per-user return trust score range and/or a per-item returnvalue threshold range. If the return trust score or the item returnvalue is within an acceptable threshold range, the return transaction isauthorized. If either the return trust score or the item return value isoutside the acceptable threshold range, the unassisted return isunauthorized (assistance is requested).

If the customized returns manager component 128 fails to authorize(unauthorizes) the unassisted self-return of the item 124 by the user122 based on the aggregated data and set of authorization rules 142, theIf the customized returns manager component 128 sends a task assignmentto a task application 144 running on the user device 118 associated withthe user 146. In this non-limiting example, the user 146 is some manageror other personnel tasked with assisting users with item returntransactions. The task application 144 outputs the task assignmentinstructing the user 146 to assist the user 122 with the return of theitem 124. In some examples, the user 146 assists the user 122 with theitem return transaction at a designated return location 148, such as,but not limited to, a customer service area in a store, an item returnkiosk in a store, an item return area, or other designated location forprocessing item return transactions.

If the customized returns manager component 128 authorizes the user tocomplete the returns transaction associated with the item 124 via anunassisted self-return, the customized returns manager component 128generates item disposition instructions 150 associated with the selecteditem 124 in real-time. The item disposition instructions 150 instructthe user 122 in disposition of the item 124 following authorization ofthe unassisted return of the item 124. The item disposition instructions150 can instruct the user to retain (keep) the item 124 or leave theitem 124 at the designated return location 148. In some examples, thedesignated return location 148 includes a bin, slot, box, or othercontainer in which the user 122 deposits or places the item 124 forreturn.

The user interface component 110 outputs the item dispositioninstructions 150 to the user device 116 associated with the user 122 inthis non-limiting example. The item disposition instructions 150 includean instruction to return the selected item to the designated returnlocation 148, dispose of the item or an instruction to retain the item124 by the user 122.

FIG. 2 is an exemplary block diagram illustrating a designated returnlocation associated with an item selection area 200. The item selectionarea 200 is a location including a plurality of items 202, such as, butnot limited to the item 204. The item 204 is an item for proposed returnby a user, such as, but not limited to, the item 124 in FIG. 1. The item204 can be a perishable item, an unperishable item, a sports-relateditem, a comestible, a cleaning item, a pet supply item, an office supplyitem, or any other type of item. A user 206 can initiate return of theitem 204 via an unassisted self-return using a self-returns applicationrunning on a user device, such as, but not limited to the user device116 in FIG. 1. In other examples, the user 206 initiates the unassistedself-return of the item 204 via a kiosk 208.

The kiosk 208 is a computing device, such as, but not limited to, thecomputing device 102 in FIG. 1. The kiosk 208 includes a processor 210,a memory 212 storing a customized returns manager component, and/or auser interface 214. The kiosk 208 can also include a scanner 216. Thescanner 216 is a scanner device for scanning a universal product code(UPC), a quick response (QR) code, a marker, a matrix barcode, a radiofrequency identifier (RFID) tag, or any other identifier associated withthe item 204 and/or a receipt 218 associated with the item 204. However,in other examples, the self-return of an item is completed without areceipt.

In one example, the user scans the receipt 218 and/or a markerassociated with the item 204 via the scanner 216. The kiosk 208 utilizesthe scan data generated by the scanner 216 to generate item return data.The user 206 can optionally utilize the user interface 214 to provideitem return information, such as, but not limited to, an identificationof the user, a refunds account login, a reason for return of the item204, and/or any other item return data or user provided data.

The kiosk 208 can be a self-check/self-return kiosk including anauthorization component utilizing authorization rules and/or itemdisposition rules to complete unassisted, self-return of items withfraud avoidance based on the user's past purchase history. The kiosk 208establishes a return-trust value for the user to determine if the usercan complete a return without associate assistance or if assistance isrequired from returns manager or other personnel to complete thetransaction.

If the customized returns manager component approves unassisted returnof the item 204, the customized returns manager component outputs itemdisposition instructions to the user 206 via the user interface 214 inthis example. The instructions can include instructions for the user toleave the item 204 in a designated receptacle 220 in a designated returnlocation 148. The receptacle 220 can include one or more containers,such as bin 222.

Upon receipt of the item 204 at the designated return location 148, thecustomized returns manager component refunds a purchase price of theitem 204 in whole or in part to a user account associated with the user206. In other examples, the customized returns manager componentauthorizes provision of a refund in the form of cash, credit, a giftcard, cryptocurrency, or other type of funds.

In some examples, the designated return location includes a return areawith a marker, such as a QR code, displayed at the designated returnlocation 148. The user scans the QR code or other marker using ascanning device on the user's mobile device. When the QR code isscanned, it triggers the self-returns application to push the itemreturn data to the customized returns manager component on a server orother computing device hosting the customized returns manager component.The user scans the item and places the item in the bin or otherdesignated receptacle. This permits the user to quickly and efficientlycomplete the return transaction at the designated return location.

In some examples, when an item return is complete, the self-returnsapplication outputs a return transaction complete notificationindicating the return is complete and a refund is pending or completed.

FIG. 3 is an exemplary block diagram illustrating a customized returnsmanager component 128 for authorizing self-returns of items. Acalculation component 302 performs an analysis 304 on item data 306,transaction history data 130, including a ratio 310 of item purchases toitem returns using a set of score generation rules 312. The calculationcomponent 302 calculates a per-user return-trust score 314 for a user315 attempting to return an item 124 based on the results of theanalysis 304.

The item data 306 is data describing the item 124 to be returned. Theitem data 306 can include item attributes, item value, or any other itemdata, such as, but not limited to, the item data 136 in FIG. 1. Thetransaction history data 130 is data associated with previous purchasesand previous returns by the user 315. The transaction data for each useris unique to that user.

The return-trust score 314 is a score or ranking indicating a degree oftrust or item return experience/qualifications for the user 315. If auser has never completed a transaction associated with an item via aself-checkout and/or the user has never returned an item via anunassisted self-return, the return-trust score 314 is lower than thescore for a user that has successfully completed many self-checkouttransactions and/or unassisted self-return transactions. In anotherexample, if a user has returned many items in the past withoutdifficulty and without any issues arising with regard to the itemreturns, the return-trust score is higher than a score for a user thathas attempted one or more item returns associated with an issue, suchas, a missing receipt, a fraudulent return, etc.

The set of score generation rules 312 include one or more rules forgenerating a return-trust score 314. The set of score generation rules312 in one non-limiting example, includes a rule for assigning atrust-score of zero to a user that has no history of any previouspurchases or previous return transactions. In other words, if there isno transaction history data 130 for a user because the user isunrecognized/un-identified, and/or the user has never purchased anyitems or returned any items associated with the user's returns account,the return-trust score 314 within an unacceptable threshold range isassigned. This return-trust score indicates that the user may requireassistance with the return due to lack of experience/previous historyreturning items.

In another example, the set of score generation rules 312 includes arule for generating a score within an acceptable threshold range if theuser has successfully returned one or more items with a valid receipteither in person or via an online return process. The set of scoregeneration rules 312 in other examples, includes a rule for lowering thereturn-trust score to a score within an unacceptable threshold range ifthe user makes one or more attempts to return an item to a store whichis not carried within an inventory of the store.

The calculation component 302 calculates a per-item return value 316 forthe item being returned based on an analysis of the item data 306 and aset of item-value parameters 318. The per-item return value 316indicates a degree of appropriateness of an item for unassistedself-return. The set of item-value parameters 318 includes one or moreparameters for determining the item-value for a selected item. Each typeof item in a plurality of items carried within an inventory of a store(online or brick-and-mortar) receives a unique return value customizedfor that type of item. For example, the return value for a gallon ofmilk would be different than the return value for a laptop computer.

The item value can be represented by any value on any ranking system orscale. For example, item value can be represented by numbers on a scaleof one to ten, numbers on a scale of one to one hundred, letters on ascale of A to Z, a combination of letters and numbers, percentages, etc.

The set of item-value parameters 318 in some examples include a rule forassigning a return value to an item based on the sale price of the item.The higher the sale price of the item, the greater the return valueassigned to the item. For example, a one-dollar pack of bubble gum canreceive a very low item value of 1 while a video game console having adollar value of four-hundred dollars can receive an item value of onehundred.

In other examples, the set of item-value parameters 318 include a set ofpredetermined return values to be assigned based on a category of theitem. For example, all items in a condiments category can receive areturn value of two while all items in an electronics category receivesa return value of one hundred, regardless of the individual cost/priceof the items in the category. In this example, items having a returnvalue of ten or less can be approved for unassisted self-return and allitems having a return value greater than ten are disqualified forunassisted self-return. This ensures that high value items, specialtyitems, high demand items, or certain categories of items are returnedwith assistance from some returns manager or other personnel while lowvalue or inconsequential items are automatically approved for unassistedself-return by the user.

In some examples, the user's return-trust score is updated 320 based oncurrent returns transactions in real-time. In these non-limitingexamples, each time a user completes a return transaction successfully,the return-trust score 314 is updated 320 to increase the score.Likewise, if the user attempts a return transaction that is rejected orfails to complete due to a problem with the item, receipt of other issueassociated with the return, the return-trust is updated to reflect alower level of returns-related trust for the user.

A return authorization component 322 determines whether to authorize 324an unassisted self-return 326 of the item 124 by the user 315 based onthe per-user return-trust score 314 calculated for the user 315 and theper-item return value 316 associated with the item 124 to be returned.In one example, the return authorization component 322 authorizes theunassisted self-return 326 if the return-trust score 314 is within anacceptable return-trust score threshold range 330 and the per-itemreturn value 316 for the item 124 is within an acceptable return valuethreshold range 332.

If the return authorization component 322 authorizes the unassistedself-return, an item disposition component 334 generates a set of itemdisposition instructions 336 associated with the item 124 in real-timebased on a set of item disposition criteria 338 and item return data 134associated with the unassisted self-return 326 of the selected item 124.The item return data 134 in this example, includes item attributesassociated with the item 124.

The set of item disposition instructions 336 includes a firstinstruction 342 directing the user to return the item 344 to adesignated return location 148 or a second instruction 348 to retain theitem 350 and complete the self-return 352.

The disposition 354 of the item can include permitting the user toretain 356 the item or return the item 358. If the user is allowed toretain the item, the user can complete the unassisted self-return andreceive a refund for the item without returning the item to the store ofanother provider/seller of the item. If the item is returned to thedesigned item return location, the item can be designated for restock360, in which the item is restocked if the estimated cost of restock isbelow a maximum threshold restock cost. The item disposition can be todispose 362 of the item if it is perishable, damaged, broken,inoperable, or otherwise not fit for re-sale/utilization. Thedisposition can include return to a supplier 364 if the cost of shippingthe item back to the supplier is within an acceptable threshold costrange.

FIG. 4 is an exemplary block diagram illustrating a customized returnsmanager component 128 for generating item disposition instructions. Atask assignment component 402 assigns 404 a second user (returnsmanager) to assist a first user (customer) with completion of theproposed return 408 of a selected item 410 if the per-user return-trustscore associated with the user 406 is within an unacceptablereturn-trust score threshold range 412 or a per-item return valueassociated with the selected item 410 is within an unacceptable returnvalue threshold range 414. The selected item is any type of item, suchas, but not limited to, the item 124 in FIG. 1 and FIG. 3.

A notification component 416 in some examples outputs a notification418, including an assignment 420, to a user device associated with thesecond user. The notification 418 assigns the second user to assist thefirst user with completing a return of the selected item 410 oncondition the return authorization component fails to authorize theunassisted self-return of the selected item.

The notification component 416 in other examples outputs a dispositionnotification 422, including a restock instruction 423, to a user deviceassociated with the second user. The restock instruction 423 instructsthe second user to restock the selected item on condition the selecteditem is returned to the designated return location and an estimated costof restocking the selected item is below a maximum restocking costthreshold.

The notification component 416 in other examples outputs a dispositionnotification 422, including a return item 424 instruction, to a userdevice associated with the second user instructing the second user toreturn the selected item to a supplier of the item on condition theselected item is designated as an item to be returned to the supplier.The supplier can include a manufacture, distribution center, or othersupplier of the item 410.

The notification component 416 in still other examples outputs adisposition notification 422, including a dispose instruction 428, to auser device associated with the second user to dispose of the selecteditem on condition of return the selected item to the designated returnlocation and the selected item is a perishable item associated with acold-chain compliance requirement. The dispose instruction 428 caninclude a method of disposal 430, such as, but not limited to, throwingan item away, donating an item to charity, etc.

The notification component 416 can output instructions 432 for returningan item to a designated item return area prior to completion of a returntransaction. The instructions 432 can specify a designated receptacle ina plurality of receptacles for placement of the item. In an example, theitem return area includes two or more bins, totes, boxes or othercontainers for holding returned items. The instructions 432 can includean identification of a specific container the user is to place thereturned item. The identification can include a number, name, or otheridentifier of a container.

FIG. 5 is an exemplary block diagram illustrating a returns managementcomponent 500 for managing proposed item self-returns. The returnsmanagement component 500 receives item return data 134 associated with aproposed return 504 of a selected item 410. The item return data can bereceived from a self-returns application associated with a user deviceor via input provided by the user via a user interface component, suchas, but not limited to, a transaction code obtained from a receipt. Theitem return data can also be retrieved from a database or other datastorage device based on data obtained from scanning an item identifieror a receipt.

The item return data 134 can include an identification of the selecteditem 410, a category of the selected item, an amount paid for the item,a time and/or date of purchase, a location where the transaction wascompleted, location where the item was received or picked up, etc. Areturns account 506 for the user can include user provided data, such asa user identification (ID) 508, a user name, password, logininformation, a self-returns opt-in registration provided by the user toparticipate in the unassisted self-returns, or other user-provided data.

The returns management component 500 can provide approval 510 for theuser to complete the proposed item return without item returnverification 512 where the user is authorized to retain possession ofthe selected item 410 being returned. In other examples, the returnsmanagement component 500 provides approval 510 for the user to completethe proposed item return condition upon item return verification 514where the user is instructed to return the item to a designated itemreturn area prior to allocation of a refund amount to the user forreturn of the selected item 410.

FIG. 6 is an exemplary block diagram illustrating a database 600 storingitem return data. The database 600 can be implemented on a data storage,such as the data storage device 132 or the cloud storage 120 in FIG. 1.The database 600 can include, without limitation, item data 602,including item attributes 152. The item attributes 152 can include itemvalue 154, category 608, size or number of items per unit 610, and/orinstances of the item returned per time-period 612. The item value 154 tcan be a base price of the item, a discount/clearance price, an amountpaid for the item, or any other value associated with the item. The itemattributes can optionally also include item expiration dates associatedwith perishable items, cold-chain compliance requirements associatedwith perishable items, or any other item data.

The item data 602 can include an item identifier (ID) 614 foridentifying a specific instance of an item, a type of an item, or acategory of an item. In a non-limiting example, the item ID 614identifies an item as a dairy category, a gallon of milk (type), or onespecific gallon of milk having a unique ID that is different than allother gallon jugs of milk. The item attributes can also include dataindicating whether an item is hazardous or requires special handling,such as paint remover, lighter fluid, or other ingredients/contentsrequiring special care.

A set of item return data 618 can include return data associated with aproposed return 626, such as, but not limited to, a location of aproposed item return (online or in-store), location of item purchase,date of proposed return, time proposed return initiated, item ID, itemvalue, category of the item, whether the item is perishable ornon-perishable, a transaction code associated with the item, etc. Theset of item return data can include data, such as, but not limited to,the item return data 134 in FIG. 1, FIG. 3 and/or FIG. 5.

The item return data can optionally include a user ID 508 identifying auser, a reason 622 for the return of the item, and/or returns accountdata 624 associated with the user. The reason 622 can include reasonssuch as, wrong item, damaged item, etc.

FIG. 7 is an exemplary block diagram illustrating a set of scoregeneration rules 312. The set of score generation rules 312 includes oneor more rules for generating a return-trust score for a user. The set ofscore generation rules 312 can include a threshold ratio of purchases toreturns 702 made by the user and/or an amount of adjustment up (numberof points added) or adjusted downward (points subtracted) from the scorebased on ration and/or changes in the ratio.

The set of score generation rules 312 can include a number of itemsreturned per a time-period 704 by the user and/or an indication of ascore adjustment amount based on the number of successful returns ofitems and/or unsuccessful attempted returns (fraudulent returns). Anumber of items obtained via purchase within a given time-period 706and/or an amount of adjustment of the score up or down based on thenumber of items purchased within the time-period. The time-period can beany configurable time-period, such as, but not limited to, a one-yeartime period, a four-year time period, a seven-year time period, or anyother amount of item.

The set of score generation rules 312 can also include threshold returnsvalue 708, threshold purchase value 710, and/or weight(s) 712. Theweight(s) 712 indicate which rules have greater precedence/weight whencalculating the return-trust score for a user. For example, if a userhas one successful item return with a receipt and one item returnwithout a receipt, the weights indicate how much weight to accord thesuccessful return and how much weight to accord the return without acorrect receipt.

FIG. 8 is an exemplary block diagram illustrating a set of item-valueparameters 318. The set of item-value parameters 318 can include a ratioof purchases to returns of the selected item by a plurality of userswithin a predetermined time-period 802. If an item has an unusuallylarge number of item returns when compared with purchases of the item,the ratio can indicate returns of the item should be supervised by anassociate.

The per-item returns history 804 can also indicate the number ofinstances of a given item returned within a predetermined time-period.If the number is unusually high, it can indicateuser-supervision/assistance during item return is advisable. In otherwords, an unusually high number of returns can indicate suspiciousreturns activity associated with this type of item. For example, if alarge number of memory sticks are being returned, it indicates increasedmonitoring (assistance) recommended.

A set of self-return ineligible categories 806 is a set of one or morecategories of items which are ineligible for unassisted self-return. Insome example, but without limitation, the set of self-return ineligiblecategories includes high-end categories of items, such as, but notlimited to, televisions, jewelry, video game consoles, smart phones,etc. If a user attempts to return a television in this example, thesystem identifies a category of the item as an ineligible category basedon the set of item-value parameters. The system directs the user to waitfor a returns manager to assist the user with completion of thetransaction.

A set of self-return ineligible items 808 can include one or more itemswhich do not qualify for unassisted self-return due to their value,high-rate of fraudulent returns of the item, or other attributes. In oneexample, the set of self-return ineligible items 808 includes a watch.If a user attempts to return the watch via the self-return system, theauthorization component does not authorize the unassisted return of theitem based on the set of self-return ineligible items 808 in the set ofitem-value parameters in this example.

FIG. 9 is an exemplary block diagram illustrating transaction historydata 130. The transaction history data 130 includes item return history902 and/or item purchase history 904 of a selected user. The transactionhistory data can optionally also include a method of payment used duringa transaction, a credit score of the user, and/or any issues associatedwith attempted item returns. Return issues can include lack of areceipt, lack of packaging associated with an item, loss of the item tobe returned, damaged/broken item, etc.

In some examples, the item purchase history 904 is used to infer areturns profile for a user. The item purchase history 904 is utilized asfirst factor of building a return-trust value for the user.

FIG. 10 is an exemplary flow chart illustrating operation of thecomputing device to manage self-returns of items. The process shown inFIG. 10 can be performed by a customized returns manager component,executing on a computing device, such as the computing device 102 or theuser device 116 in FIG. 1.

The process begins by receiving self-returns application login from userdevice at 1002. The customized returns manager component obtains itemreturn data at 1004. The customized returns manager component aggregatesuser data, item data, and item return data at 1006. A returnauthorization component analyzes the aggregated data using authorizationrules at 1008. The return authorization component is a component thatanalyzes a per-user return-trust score and/or a per-item return valueusing authorization rules to determine whether to authorize anunassisted self-return of an item, such as, but not limited to, thereturn authorization component 322 in FIG. 3.

The return authorization component determines whether to authorize theself-return at 1010. If no, the return transaction is transferred to auser device associated with a returns manager at 1012. The processterminates thereafter.

If the return authorization component authorizes the unassistedself-return of the item, the return transaction is completed by thecustomized returns manager component at 1014. An item dispositioncomponent determines item disposition at 1016. The item dispositioncomponent is a component for determining disposition of a returned item,such as the item disposition component 334 in FIG. 3.

Item disposition instructions are output to the user at 1018. Theinstructions can be output by a notification component, such as, but notlimited to, the notification component 416 in FIG. 4. In some examples,the instructions are output to a self-returns application on a userdevice, such as the user device 116 in FIG. 1. In other examples, theinstructions are output via a user interface associated with a kiosk,such as the kiosk 208 in FIG. 2. The process terminates thereafter.

While the operations illustrated in FIG. 10 are performed by a computingdevice, aspects of the disclosure contemplate performance of theoperations by other entities. For example, a cloud service can performone or more of the operations.

FIG. 11 is an exemplary flow chart illustrating operation of thecomputing device to provide customized self-returns of items. Theprocess shown in FIG. 11 can be performed by a customized returnsmanager component, executing on a computing device, such as thecomputing device 102 or the user device 116 in FIG. 1.

The process begins by calculating a per-user return-trust score for auser at 1102. The per-user return-trust score is calculated based on anitem value and transaction history data of the user by a component suchas, but not limited to, the calculation component 302 in FIG. 3. Theauthorization component determines whether to authorize self-return ofthe item at 1104. If yes, the calculation component calculates aper-item return value at 1106.

An item disposition component determines whether to permit the user toretain the item being returned at 1108. If no, a notification componentoutputs an instruction directing the user to place the item in adesignated receptacle at 1110. The return transaction is completed at1112. The customized returns manager component allocates a refund to areturns account of the user at 1114. The process terminates thereafter.

Returning to 1104, if the self-return is unauthorized, the notificationcomponent outputs an instruction to a returns manager to complete thereturn transaction at 1116. The process terminates thereafter.

While the operations illustrated in FIG. 11 are performed by a computingdevice, aspects of the disclosure contemplate performance of theoperations by other entities. For example, a cloud service can performone or more of the operations.

FIG. 12 is an exemplary flow chart illustrating operation of thecomputing device to generate per-user return-trust score. The processshown in FIG. 12 can be performed by a customized returns managercomponent, executing on a computing device, such as the computing device102 or the user device 116 in FIG. 1.

The process begins by aggregating item return data, item data,transaction history data, and/or user-provided data associated with anitem return at 1202. A calculation component analyzes the aggregateddata using a set of score generation rules at 1204. The calculationcomponent generates a per-user return-trust score for the user at 1206.The customized returns manager component determines if there is a nextreturn at 1212. If yes, item return data is obtained at 1214. An updatedper-user return-trust score is generated at 1216. The customized returnsmanager component iteratively executes operations 1208 through 1216until there is no next return at 1212. The process terminatesthereafter.

While the operations illustrated in FIG. 12 are performed by a computingdevice, aspects of the disclosure contemplate performance of theoperations by other entities. For example, a cloud service can performone or more of the operations.

FIG. 13 is an exemplary flow chart illustrating operation of thecomputing device to authorize self-return based on a return-trust score.The process shown in FIG. 13 can be performed by a customized returnsmanager component, executing on a computing device, such as thecomputing device 102 or the user device 116 in FIG. 1.

The process begins by receiving item return data associated with aproposed return at 1302. A determination is made whether the user isidentified at 1304. If no, a return-trust score is calculated for theuser at 1306 based on the item return data. If the user is identified,the return-trust score for the user is retrieved at 1308. A returnauthorization component analyzes the item data and return-trust scoreusing authorization rules at 1310. The return authorization componentdetermines whether to authorize self-return at 1312. If no, a taskassignment component, such as the task assignment component 402 in FIG.4, instructs a returns manager to assist/supervise the returntransaction at 1314. The process terminates thereafter.

If the self-return is authorized at 1312, the self-return of the item isapproved at 1316. The process terminates thereafter.

While the operations illustrated in FIG. 13 are performed by a computingdevice, aspects of the disclosure contemplate performance of theoperations by other entities. For example, a cloud service can performone or more of the operations.

FIG. 14 is an exemplary flow chart illustrating operation of thecomputing device to complete self-return transactions without userintervention. The process shown in FIG. 14 can be performed by acustomized returns manager component, executing on a computing device,such as the computing device 102 or the user device 116 in FIG. 1.

The process begins by receiving a self-return authorization from areturn authorization component at 1402. An item disposition componentanalyzes item return data using a set of item disposition criteria at1404. The item disposition component determines whether to permit theuser to retain the item at 1406. If yes, the returns managementcomponent approves completion of the return transaction at 1408. Thereturn transaction is completed at 1414 without obtaining the returneditem from the user. The process terminates thereafter.

If the user is not permitted to retain the item at 1406, a notificationcomponent outputs an instruction to the user to deliver the item to adesignated return location at 1410. The item disposition componentdetermines whether return of the item is verified at 1412. If yes, thereturn transaction is completed at 1414. The process terminatesthereafter.

Returning to 1412, if return of the item to the designated returnlocation is unverified, the notification component outputs an incompletereturn transaction notification to the user device associated with theuser at 1416. The process terminates thereafter.

While the operations illustrated in FIG. 14 are performed by a computingdevice, aspects of the disclosure contemplate performance of theoperations by other entities. For example, a cloud service can performone or more of the operations.

FIG. 15 is an exemplary flow chart illustrating operation of thecomputing device to determine item disposition instructions for areturned item. The process shown in FIG. 15 can be performed by acustomized returns manager component, executing on a computing device,such as the computing device 102 or the user device 116 in FIG. 1.

The process begins by receiving a returned item at 1502. The returneditem is received from a user at a designated return location, such asthe designated return location 148 in FIG. 1, FIG. 2 and/or FIG. 3. Theitem disposition component determines if the item is perishable at 1504.If yes, a user is instructed to dispose of the item at 1506. The userinstructed to dispose of the item can be customer service manager orother personnel tasked with assisting customers with item returns, suchas, but not limited to, the user 146 in FIG. 1. The process terminatesthereafter.

If the item is not perishable at 1504, the item disposition componentdetermines if the item is a cold-chain item requiring cold-chaincompliance at 1508. If yes, the user is instructed to dispose of theitem at 1506. The process terminates thereafter.

If the item is not a cold-chain item at 1508, the item dispositioncomponent calculates a restock cost at 1510. The item dispositioncomponent determines if the restock cost exceeds a threshold at 1512. Ifyes, the user is instructed to dispose of the item at 1506. The processterminates thereafter.

Returning to 1512, if the restock cost does not exceed a thresholdrestock value, the item disposition component instructs the user torestock the item at 1514. The process terminates thereafter.

While the operations illustrated in FIG. 15 are performed by a computingdevice, aspects of the disclosure contemplate performance of theoperations by other entities. For example, a cloud service can performone or more of the operations.

FIG. 16 is an exemplary block diagram illustrating a screenshot 1600 ofa user device displaying a previous purchase history 1602 for the user.In this example, the portion of the purchase history 1602 displayed onthe screen 1604 includes a record 1606 for a set of items purchased onMay 5, 2017 and another record 1608 for a set of one or more itemspurchased on Apr. 15, 2017. The examples are not limited to two itemorders in transaction history data. The previous purchase history 1602is part of the transaction history data for the user associated with theuser device.

FIG. 17 is an exemplary block diagram illustrating a screenshot 1700 ofa user device displaying item data associated with a previoustransaction. The previous transaction in this non-limiting exampleoccurred on May 5, 2017 in this example. The user can select a “start areturn” icon 1702 in this non-limiting example to initiate a return ofone or more items associated with the displayed transaction via theself-returns application.

In this non-limiting examples, the transaction of May 5, 2017 includestwo items, item 1704 and item 1706. The user can select either item 1704or item 1706. The user can alternatively select both items 1704 and 1706for return. The examples are not limited to a transaction involving twoitems as shown here. In other examples, a single transaction can includepurchase/return of a single item, as well as three or more items.

FIG. 18 is an exemplary block diagram illustrating a screenshot 1800 ofa user device displaying a set of items purchased in a single purchasetransaction. The self-returns application can include an identifier orstatus indicating whether an item qualifies for return, a return requestis being processed “pending return”, or an item is unqualified forreturn/already returned in this non-limiting example. The user canselect an item qualified for return to initiate a self-return process.

In this non-limiting examples, the information displayed for item 1802includes a “returnable” indicator 1804 indicating the item 1802previously purchased by the user qualifies for return. The record foritem 1802 also includes the purchase price 1806 for the item. Theinformation displayed for item 1808 includes a “pending return”indicator 1810 indicating that a return of item 1808 has been initiatedbut not yet completed. The record for item 1812 includes a “contactmarketplace seller” 1814 indicating that if the user wishes to initiatea return of the item, the user should contact the seller of the item.The application in some examples provides an icon or other contactinformation for initiating contact with the marketplace seller.

FIG. 19 is an exemplary block diagram illustrating a screenshot 1900 ofa user device displaying an item selected for return and providing anoption permitting a user to select a reason 1904 for returning theselected item. In some examples, the application provides a list ofreasons for the item return, such as, but not limited to, item arrivedlate, the item was ordered by mistake, a part was missing and/or theuser changed their mind about purchasing the item. In this example, theuser has indicated that the user wants to return the item because theuser has changed their mind. Other options which may be providedinclude, without limitation, that an item was the wrong color, wrongsize, damaged in the mail, non-operational, or any other reason.

FIG. 20 is an exemplary block diagram illustrating a screenshot 2000 ofa user device displaying an item selected for return and displaying theuser-provided reason for return 2002.

FIG. 21 is an exemplary block diagram illustrating a screenshot 2100 ofa user device displaying return options for returning the item to adesignated return location. In this non-limiting example, the userclicks on an option to return the item at a store 2102 or return theitem via mail 2104.

FIG. 22 is an exemplary block diagram illustrating a screenshot 2200 ofa user device displaying a selected item 2202 for return, method ofreturn 2204, an amount to be refunded 2206, and a method of providingthe refund 2208. In this non-limiting example, the item is to bereturned to a store. The refund amount is to be credited back to acredit card of the user. When complete, the user selects an icon 2210 toaccept and finish the online return process prior to delivering the itemto the store.

FIG. 23 is an exemplary block diagram illustrating a screenshot 2300 ofa user device displaying item return instructions. The instructionsnotificatoin include an instruction to deliver the item to an itemreturn location and scan a QR code associated with a designated returnlocation, such as, but not limited to, a service area.

FIG. 24 is an exemplary block diagram illustrating a screenshot 2400 ofa user device displaying an instruction to scan the QR code and scan theitem at the item return location.

FIG. 25 is an exemplary block diagram illustrating a screenshot 2500 ofa user device displaying a notification to the user that the returntransaction is complete without physically returning the item to an itemreturn location. In other words, the return is completed without takingthe item to a store or returning the item by mail. The user receives therefund while maintaining possession of the item. This improves usersatisfaction, reduces time consumed by the returns process, and avoidsincurring item disposal or restocking costs.

The screenshots shown in FIG. 16, FIG. 17, FIG. 18, FIG. 19, FIG. 20,FIG. 21, FIG. 22, FIG. 23, FIG. 24, and FIG. 25 are non-limitingexamples of user interfaces displaying data associated with aself-return of an item by a user via a self-returns application. Inother examples, the user interface can include additional features notshown in FIG. 16, FIG. 17, FIG. 18, FIG. 19, FIG. 20, FIG. 21, FIG. 22,FIG. 23, FIG. 24, and FIG. 25 or exclude some of the features present inFIG. 16, FIG. 17, FIG. 18, FIG. 19, FIG. 20, FIG. 21, FIG. 22, FIG. 23,FIG. 24, and FIG. 25. Likewise, the user interface could include iconsand other information in a different arrangement, orientation, and/orappearance than is shown in FIG. 16, FIG. 17, FIG. 18, FIG. 19, FIG. 20,FIG. 21, FIG. 22, FIG. 23, FIG. 24, and FIG. 25.

ADDITIONAL EXAMPLES

In some examples, the system authorizes a user to return an itemremotely via a self-returns application on a user device. Implementingthis “keep it” logic, including evaluating re-shelving costs and itemdisposition cost thresholds, enables users (customers) to immediatelyreceive refunds on select “qualifying” items based on dollar thresholds,transaction history data, and risk models.

In an example scenario, the system allows a first user (customer) tomake an item self-return by scanning and leaving the item to be returnedat a designated location without associate (second user) intervention.The second user (returns manager/associate) can approach the first userentering a store with the item for return. The second user can use amobile device to facilitate the returns process. The second user scansin the first user's receipt and/or scans the item to be returned. Thesystem outputs instructions to the second user.

Depending upon a set of disposition rules, the system can indicate thefirst user can keep the item or continue to process the return and placethe item in a bin “X”. If the system authorizes completion of the returnprocess, the second user can take the item and place it in thedesignated bin. The system applies credit to first users account if acredit card was used to complete the transaction. If the first user paidin cash, the second user can print out a return receipt and direct thefirst user to a self-check-out (SCO) for payment.

In another alternative example, the first user utilizes a mobile userdevice to process the self-return. The first user scans a receipt andthe item to be returned. The system utilizes the item return data todetermine the next step based upon a set of authorization rules and/or aset of item disposition rules. If the value of the item is low, or ifthe item is perishable, the first user can be permitted to keep theitem. Instead of scanning a receipt, the user can provide a transactioncode from the receipt, scan the item to return, and provide a reason forreturn. The authorization rules dictate that the return process bestopped/halted and transferred to a returns manager for completion inthe store. For other product returns, the system can allow the firstuser to complete the return process and will instruct the first user toplace the item in bin “X” at the store or print out a return shippinglabel to mail the item back to the store or other provider/seller of theitem.

The user can initiate returns at the SCO by scanning the receipt orentering the transaction code from the bottom of the receipt. The userscans the item for return and enter a reason for return of the item. Theauthorization rules and disposition rules determine if the return iscompleted at the SCO or if another user is assigned to assist withcompletion of the returns process.

The self-returns application in another example allows a user to scan anitem for return. The system determines whether it is worthwhile for thestore to keep the returned item. If it is not worthwhile or there is anadvantage in letting the user retain the item, the user is permitted toretain the item. The item disposition component considers factors suchas attributes of the item to be returned (e.g., is it hazardous and arethere safety concerns). The system evaluates the user's return historyto determine if fraud is suspected. The system compares the cost ofreturn and restocking the item with allowing the user to retain the itemalong with the impact of allowing the user to retain the item in thissame or similar situations.

In another exemplary illustration, a user enters a store and utilizes aself-returns application on the user's mobile device or on a store'skiosk to retrieve transaction details from a cloud storage, retrieve arefund amount or the item, and automatically refund payment to userafter the user returns the item to a designated bin or other receptacle.In these examples, the user returns an item at a different location thanthe location at which the item was originally purchased.

In some examples, the authorization rules include pre-approved items forself-returns. The pre-approved items can include low-value items, suchas t-shirts. In other examples, a return of a t-shirt via a self-returnis approved based on a combination of the return value of the item,including the dollar amount value of the item, and the return-trustscore of the user.

In other examples, disposition criteria and item data are utilized todetermine whether to allow a user to keep an item. In an example, thedisposition criteria specifies that perishable items, such as babyformula, should be kept by the user requesting the return or disposed ofif the item is returned to the store due to the perishable nature of theitem preventing restocking.

In another example, factors utilized to determine whether to allow auser to complete a return via a self-return system and keep the itemincludes restocking costs of an item, return-trust score of the user,value of the item, type of the item, category of the item, whether theuser has a returns account (user opt-in registration data available),whether the user returning the item is identified or unidentifiable,whether this is a user's first item return, previous purchases, creditscore, payment method, etc. For example, if the user has no previoustransaction history and used cash to complete a current transaction, theuser assigns a lower return-trust score. Likewise, if the return is auser's first return transaction, the user return-trust score can belower (below an acceptable threshold).

The rules can be customized to a selected store. For example, at a firststore, there may be very few fraudulent returns of digital video disks(DVDs), however, at a second store there may be a much higher ratio offraudulent DVD returns. Therefore, the per-item return value for a DVDitem at the first store can be significantly higher than at the secondstore. This enables the system to authorize self-return of the DVD itemat the first store but deny self-return for the same item at the secondstore. In this manner, the system enables real-time item returnauthorizations and item disposition determinations customized on aper-store, per-user and per-item (store-user-item) level.

The system allows for an omnichannel (both in-store andonline/marketplace purchased) item returns. The system includes aself-returns application that works with a store's geo-fence. When theself-returns application on the mobile device detects the geo-fence, theapplication reminds the user of pending returns which have beenpreprocessed and ready for finalizing.

Two independent third-party sources of information are utilized by thesystem to verify the returns account owner's identity to build a trustmodel for the user in another example. The first source is a similarfinancial credit/services data provider, such as EXPERIAN®. The secondis a provider which tracks personal email accounts to popular sites,such as social media. The user signs up for a returns account andprovides an email account. The system utilizes third party data toverify that the user-provided name and email combination have been usedfor a predetermined time-period by this person, such as, but not limitedto, a four-year time-period. This provides another level ofverifying/authorizing self-returns.

The system can permit a user to initiate an item return before arrivingat the store in another example. The self-returns application allows theuser to scan the UPC or other marker on the item and retrieves thereceipt for that item. Then once the user enters the store with theitem, the user scans a QR code displayed on a self-service kiosk in thecustomer service area with their mobile device. This enables the kioskto retrieve prepared return transaction data for the user to the kiosk.Once connected, the system completes the item return process withoutintervention of an associate/returns manager. The system instructs theuser to place the item in a bin or keep the item in accordance withdisposition rules. Rules determine when the user's account receives arefund for the return transaction. For example, the user's account canreceive the refund when the self-return is approved, when the item isreceived at the designated return location, after the item is inspected,etc.

Alternatively, or in addition to the other examples described herein,examples include any combination of the following:

-   -   a notification component, implemented on the at least one        processor, that outputs a notification to a user device        associated with a second user, the notification assigning the        second user to assist the first user with completing a return of        the selected item on condition the return authorization        component fails to authorize the unassisted self-return of the        selected item;    -   the calculation component, implemented on the at least one        processor, that calculates the per-item return value for the        selected item based on a set of item attributes and a set of        item-value parameters;    -   the set of item-value parameters comprising at least one of a        maximum threshold value of the selected item, a threshold number        of instances of a returned item per time-period, a threshold        number of item returns in a single transaction, a set of        self-return ineligible categories, a set of self-return        ineligible items;    -   wherein the set of item attributes comprises at least one of a        category of the selected item, a value of the selected item, an        item returns history associated with the selected item, the        number of instances of the selected item returned within a        predetermined time-period, the number of valid returns of        instances of the selected item within a predetermined        time-period, or the number of invalid attempted returns of        instances of the selected item within the predetermined        time-period;    -   a notification component, implemented on the at least one        processor, that outputs a disposition notification to a user        device associated with a second user to restock the selected        item on condition the selected item is received from the user at        the designated return location and an estimated cost of        restocking the selected item is below a maximum threshold value        for the item;    -   a notification component, implemented on the at least one        processor, that outputs a disposition notification to a user        device associated with a second user to return the selected item        to a supplier associated with the selected item on condition the        selected item is received by at least one user associated with        the designated return location and the selected item is        designated as an item to be returned to the supplier;    -   a notification component, implemented on the at least one        processor, that outputs a disposition notification to a user        device associated with a second user to dispose of the selected        item on condition of return the selected item to the designated        return location and the selected item is a perishable item        associated with a cold-chain compliance requirement;    -   wherein the transaction history data comprises at least one of a        method of payment utilized to complete previous transactions, a        credit score associated with the selected user, an        identification of any issues associated with previously returned        items or user provided data associated with a returns account of        the selected user;    -   wherein the transaction history data comprises at least one of        the number of items returned by the selected user within a        predetermined time-period, the number of items obtained by the        selected user within the predetermine time-period, an        identification of items previously returned, or a value of each        item previously returned;    -   a communications interface component, implemented on the at        least one processor, that retrieves the transaction history data        from a cloud storage via a network;    -   analyzing, by a calculation component, the item return data        associated with the selected item and transaction history data        associated with the first user, including a ratio of item        purchases to item returns by the selected user, using a set of        score generation rules;    -   calculating, by the calculation component, an updated per-user        return-trust score for the first user based on results of the        analysis of the item return data and the transaction history        data;    -   storing the updated per-user return-trust score within a returns        account associated with the first user;    -   outputting instructions to a second user device associated with        the second user to dispose of the selected item on condition of        return the selected item to the designated return location and        identification of the selected item as a perishable item;    -   outputting instructions a second user device associated with the        second user to restock the selected item on condition the        selected item is received at the designated return location and        an estimated cost of restocking the selected item is below a        maximum threshold;    -   outputting instructions to a second user device associated with        the second user to return the selected item to a supplier        associated with the selected item on condition the selected item        is returned to the designated return location and the selected        item is designated as an item to be returned to the supplier;    -   calculating the per-item return value for the selected item        based on a set of item attributes and a set of item-value        parameters, the set of item-value parameters comprising at least        one of a maximum threshold value of the selected item, a        threshold number of instances of a returned item per        time-period, a threshold number of item returns in a single        transaction, a set of self-return ineligible categories, a set        of self-return ineligible items;    -   calculating the per-user return-trust score for the first user        based on number of items returned by the selected user within a        predetermined time-period, the number of items obtained by the        selected user within the predetermine time-period, an        identification of items previously returned, or a value of each        item previously returned;    -   the calculation component, implemented on the at least one        processor, that calculates the per-item return value for the set        of items based on a set of item attributes and a set of        item-value parameters;    -   the set of item-value parameters comprising at least one of a        maximum threshold value of the selected item, a threshold number        of instances of a returned item per time-period, a threshold        number of item returns in a single transaction, a set of        self-return ineligible categories, a set of self-return        ineligible items;    -   the calculation component, implemented on the at least one        processor, that analyzes the item return data associated with        the set of items and transaction history data associated with        the identified user, including a ratio of item purchases to item        returns by the selected user, using a set of score generation        rules;    -   calculates an updated per-user return-trust score for the first        user based on results of the analysis of the item return data        and the transaction history data; and    -   stores the updated per-user return-trust score within a returns        account associated with the first user.

At least a portion of the functionality of the various elements in FIG.1, FIG. 2, FIG. 3, FIG. 4, FIG. 5, FIG. 6, and FIG. 7 can be performedby other elements in FIG. 1, FIG. 2, FIG. 3, FIG. 4, FIG. 5, FIG. 6, andFIG. 7, or an entity (e.g., processor 106, web service, server,application program, computing device, etc.) not shown in FIG. 1, FIG.2, FIG. 3, FIG. 4, FIG. 5, FIG. 6, and FIG. 7.

In some examples, the operations illustrated in FIG. 10, FIG. 11 FIG.12, FIG. 13, FIG. 14 and FIG. 15 can be implemented as softwareinstructions encoded on a computer readable medium, in hardwareprogrammed or designed to perform the operations, or both. For example,aspects of the disclosure can be implemented as a system on a chip orother circuitry including a plurality of interconnected, electricallyconductive elements.

While the aspects of the disclosure have been described in terms ofvarious examples with their associated operations, a person skilled inthe art would appreciate that a combination of operations from anynumber of different examples is also within scope of the aspects of thedisclosure.

The term “Wi-Fi” as used herein refers, in some examples, to a wirelesslocal area network using high frequency radio signals for thetransmission of data. The term “BLUETOOTH®” as used herein refers, insome examples, to a wireless technology standard for exchanging dataover short distances using short wavelength radio transmission. The term“cellular” as used herein refers, in some examples, to a wirelesscommunication system using short-range radio stations that, when joinedtogether, enable the transmission of data over a wide geographic area.The term “NFC” as used herein refers, in some examples, to a short-rangehigh frequency wireless communication technology for the exchange ofdata over short distances.

While no personally identifiable information is tracked by aspects ofthe disclosure, examples have been described with reference to datamonitored and/or collected from the users. In some examples, notice isbe provided to the users of the collection of the data (e.g., via adialog box or preference setting) and users are given the opportunity togive or deny consent for the monitoring and/or collection. The consentcan take the form of opt-in consent or opt-out consent.

Exemplary Operating Environment

Exemplary computer readable media include flash memory drives, digitalversatile discs (DVDs), compact discs (CDs), floppy disks, and tapecassettes. By way of example and not limitation, computer readable mediacomprise computer storage media and communication media. Computerstorage media include volatile and nonvolatile, removable andnon-removable media implemented in any method or technology for storageof information such as computer readable instructions, data structures,program modules and the like. Computer storage media are tangible andmutually exclusive to communication media. Computer storage media areimplemented in hardware and exclude carrier waves and propagatedsignals. Computer storage media for purposes of this disclosure are notsignals per se. Exemplary computer storage media include hard disks,flash drives, and other solid-state memory. In contrast, communicationmedia typically embody computer readable instructions, data structures,program modules, or the like, in a modulated data signal such as acarrier wave or other transport mechanism and include any informationdelivery media.

Although described in connection with an exemplary computing systemenvironment, examples of the disclosure are capable of implementationwith numerous other general purpose or special purpose computing systemenvironments, configurations, or devices.

Examples of well-known computing systems, environments, and/orconfigurations that can be suitable for use with aspects of thedisclosure include, but are not limited to, mobile computing devices,personal computers, server computers, hand-held or laptop devices,multiprocessor systems, gaming consoles, microprocessor-based systems,set top boxes, programmable consumer electronics, mobile telephones,mobile computing and/or communication devices in wearable or accessoryform factors (e.g., watches, glasses, headsets, or earphones), networkPCs, minicomputers, mainframe computers, distributed computingenvironments that include any of the above systems or devices, and thelike. Such systems or devices can accept input from the user in any way,including from input devices such as a keyboard or pointing device, viagesture input, proximity input (such as by hovering), and/or via voiceinput.

Examples of the disclosure can be described in the general context ofcomputer-executable instructions, such as program modules, executed byone or more computers or other devices in software, firmware, hardware,or a combination thereof. The computer-executable instructions can beorganized into one or more computer-executable components or modules.Generally, program modules include, but are not limited to, routines,programs, objects, components, and data structures that perform tasks orimplement abstract data types. Aspects of the disclosure can beimplemented with any number and organization of such components ormodules. For example, aspects of the disclosure are not limited to thespecific computer-executable instructions or the specific components ormodules illustrated in the figures and described herein. Other examplesof the disclosure can include different computer-executable instructionsor components having more or less functionality than illustrated anddescribed herein.

In examples involving a general-purpose computer, aspects of thedisclosure transform the general-purpose computer into a special-purposecomputing device when configured to execute the instructions describedherein.

The examples illustrated and described herein as well as examples notspecifically described herein but within the scope of aspects of thedisclosure constitute exemplary means for customized item self-return.For example, the elements illustrated in FIG. 1, FIG. 2, FIG. 3, FIG. 4,FIG. 5, FIG. 6, and FIG. 7, such as when encoded to perform theoperations illustrated in FIG. 10, FIG. 11, FIG. 12, FIG. 13, FIG. 14and FIG. 15, constitute exemplary means for receiving item return dataassociated with a proposed return of a selected item from a user deviceassociated with a first user; exemplary means for assigning a seconduser to assist the first user with completion of the proposed return ofthe selected item on condition a per-user return-trust score associatedwith the user is within an unacceptable return-trust score thresholdrange or a per-item return value associated with the selected item iswithin an unacceptable return value threshold range; exemplary means forauthorizing unassisted self-return of the selected item by the firstuser on condition the per-user return-trust score associated with theselected user is within an acceptable return-trust score threshold rangeand the per-item return value associated with the selected item iswithin an acceptable return value threshold range; exemplary means forselecting a disposition of the selected item on condition the unassistedself-return of the selected item by the first user is authorized basedon an analysis of the item return data, transaction history dataassociated with the first user, and item data using a set of itemdisposition criteria; exemplary means for approving completion ofproposed return without return of the selected item to the designatedreturn location on condition the selected disposition comprisesretaining the selected item by the selected user; and exemplary meansfor outputting instructions to place the selected item in a designatedreceptacle associated with the designated return location via a userinterface component associated with the user device on condition theselected disposition comprises returning the selected item.

The order of execution or performance of the operations in examples ofthe disclosure illustrated and described herein is not essential, unlessotherwise specified. That is, the operations can be performed in anyorder, unless otherwise specified, and examples of the disclosure caninclude additional or fewer operations than those disclosed herein. Forexample, it is contemplated that executing or performing a particularoperation before, contemporaneously with, or after another operation iswithin the scope of aspects of the disclosure.

When introducing elements of aspects of the disclosure or the examplesthereof, the articles “a,” “an,” “the,” and “said” are intended to meanthat there are one or more of the elements. The terms “comprising,”“including,” and “having” are intended to be inclusive and mean thatthere can be additional elements other than the listed elements. Theterm “exemplary” is intended to mean “an example of” The phrase “one ormore of the following: A, B, and C” means “at least one of A and/or atleast one of B and/or at least one of C.”

Having described aspects of the disclosure in detail, it will beapparent that modifications and variations are possible withoutdeparting from the scope of aspects of the disclosure as defined in theappended claims. As various changes could be made in the aboveconstructions, products, and methods without departing from the scope ofaspects of the disclosure, it is intended that all matter contained inthe above description and shown in the accompanying drawings shall beinterpreted as illustrative and not in a limiting sense.

What is claimed is:
 1. A system for customized item returns, the systemcomprising: a memory; at least one processor communicatively coupled tothe memory; a calculation component, implemented on the at least oneprocessor, that calculates a per-user return-trust score for a selecteduser attempting to return a selected item based on an analysis of itemdata associated with the selected item and transaction history dataassociated with the selected user; a return authorization component,implemented on the at least one processor, that analyzes the per-userreturn-trust score and the item data, including a value of the selecteditem and a per-item return value, using a set of authorization criteriaand determines whether to authorize unassisted self-return of theselected item by the selected user based on results of the analysis; anitem disposition component, implemented on the at least one processor,that generates a set of item disposition instructions associated withthe selected item in real-time based on a set of item dispositioncriteria and a set of item return data associated with the unassistedself-return of the selected item, including item attributes associatedwith the selected item, on condition the return authorization componentauthorizes the unassisted self-return of the selected item; and a userinterface component, implemented on the at least one processor, thatoutputs the set of item disposition instructions to a user deviceassociated with the selected user, the set of item dispositioninstructions comprising at least one of a first instruction to leave theselected item to a designated return location or a second instruction toretain the selected item by the selected user.
 2. The system of claim 1,further comprising: a notification component, implemented on the atleast one processor, that outputs a notification to a second user deviceassociated with a second user, the notification assigning the seconduser to assist the selected user with completing a return of theselected item on condition the return authorization componentunauthorizes the unassisted self-return of the selected item.
 3. Thesystem of claim 1, further comprising: the calculation component,implemented on the at least one processor, that calculates the per-itemreturn value for the selected item based on a set of item attributes anda set of item-value parameters, the set of item-value parameterscomprising at least one of a maximum threshold value of the selecteditem, a threshold number of instances of a returned item pertime-period, a threshold number of item returns in a single transaction,a set of self-return ineligible categories, a set of self-returnineligible items.
 4. The system of claim 3, wherein the set of itemattributes comprises at least one of a category of the selected item,the value of the selected item, or an item returns history associatedwith the selected item, the item returns history comprising at least oneof a number of instances of the selected item returned within atime-period, a number of valid returns of instances of the selected itemwithin a predetermined time-period, or a number of invalid attemptedreturns of instances of the selected item within the predeterminedtime-period.
 5. The system of claim 1, further comprising: anotification component, implemented on the at least one processor, thatoutputs a disposition notification to a second user device associatedwith a second user on condition the selected item is returned to thedesignated return location and an estimated cost of restocking theselected item is below a maximum threshold, the notification comprisinga restock instruction associated with the selected item.
 6. The systemof claim 1, further comprising: a notification component, implemented onthe at least one processor, that outputs a disposition notification to asecond user device associated with a second user to send the selecteditem to a supplier associated with the selected item on condition theselected item is received at the designated return location and theselected item is designated as an item to be returned to the supplier.7. The system of claim 1, further comprising: a notification component,implemented on the at least one processor, that outputs a dispositionnotification to a second user device associated with a second user todispose of the selected item on condition the selected item is receivedat the designated return location and the selected item is a perishableitem associated with a cold-chain compliance requirement.
 8. The systemof claim 1, wherein the transaction history data comprises at least oneof a method of payment utilized to complete previous transactions, acredit score associated with the selected user, an identification of anyissues associated with previously returned items or user provided dataassociated with a returns account of the selected user.
 9. The system ofclaim 1, wherein the transaction history data comprises at least one ofa number of items returned by the selected user within a predeterminedtime-period, a number of items purchased by the selected user within thepredetermine time-period, an identification of items previouslyreturned, or a value of each item previously returned.
 10. The system ofclaim 1, further comprising: a communications interface component,implemented on the at least one processor, that retrieves thetransaction history data from a cloud storage via a network.
 11. Acomputer-implemented method for customized item returns, thecomputer-implemented method comprising: obtaining, by a returnsmanagement component, item return data associated with a proposed returnof a selected item from a user device associated with a first user, theitem return data comprising an identification of the first user, itemdata associated with the selected item, and a user-provided reason forproposed return of the selected item; assigning, by a task assignmentcomponent, a second user to assist the first user with completion of theproposed return of the selected item on condition a return-trust scoreassociated with the user is within an unacceptable return-trust scorethreshold range or a per-item return value associated with the selecteditem is within an unacceptable return value threshold range;authorizing, by a return authorization component, unassisted self-returnof the selected item by the first user on condition a per-userreturn-trust score associated with the first user is within anacceptable return-trust score threshold range and the per-item returnvalue associated with the selected item is within an acceptable returnvalue threshold range; selecting, by an item disposition component, adisposition of the selected item on condition the unassisted self-returnof the selected item by the first user is authorized based on ananalysis of the item return data, transaction history data associatedwith the first user, and the item data using a set of item dispositioncriteria, the disposition of the selected item comprising an instructionto return the selected item to a designated return location or aninstruction to retain the selected item by the first user; approving, bythe returns management component, completion of proposed return withoutdelivery of the selected item to the designated return location oncondition the selected disposition comprises retaining the selected itemby the first user; and outputting, by a notification component,instructions to place the selected item in a designated receptacleassociated with the designated return location via a user interfacecomponent associated with the user device on condition the selecteddisposition comprises an instruction to return the selected item to thedesignated return location.
 12. The computer-implemented method of claim11, further comprising: analyzing, by a calculation component, the itemreturn data associated with the selected item and the transactionhistory data associated with the first user, including a ratio of itempurchases to item returns by the first user, using a set of scoregeneration rules; calculating, by the calculation component, an updatedper-user return-trust score for the first user based on results of theanalysis of the item return data and the transaction history data; andstoring the updated per-user return-trust score within a returns accountassociated with the first user.
 13. The computer-implemented method ofclaim 11, further comprising: outputting instructions to a second userdevice associated with the second user to dispose of the selected itemon condition of return the selected item to the designated returnlocation and an identification of the selected item as a perishableitem.
 14. The computer-implemented method of claim 11, furthercomprising: outputting instructions a second user device associated withthe second user to restock the selected item on condition the selecteditem is received at the designated return location and an estimatedrestock cost of the selected item is below a maximum threshold value.15. The computer-implemented method of claim 11, further comprising:outputting instructions to a second user device associated with thesecond user to return the selected item to a supplier associated withthe selected item on condition the selected item is received at thedesignated return location and the selected item is designated as anitem to be returned to the supplier.
 16. The computer-implemented methodof claim 11, further comprising: calculating the per-item return valuefor the selected item based on a set of item attributes and a set ofitem-value parameters, the set of item-value parameters comprising atleast one of a maximum threshold value of the selected item, a thresholdnumber of instances of a returned item per time-period, a thresholdnumber of item returns in a single transaction, a set of self-returnineligible categories, or a set of self-return ineligible items.
 17. Thecomputer-implemented method of claim 11, further comprising: calculatingthe per-user return-trust score for the first user based on a number ofitems returned by the first user within a predetermined time-period, anumber of items purchased by the first user within the predeterminetime-period, an identification of items previously returned, or a valueof each item previously returned.
 18. A system for score-based itemreturns authorization, the system comprising: a memory; at least oneprocessor communicatively coupled to the memory; a data storage devicecomprising transaction history data for an identified user and a set ofitem disposition rules associated with a plurality of items; acalculation component, implemented on the at least one processor, thatcalculates a return-trust score associated with the identified userattempting to return a set of items from the plurality of items based onan analysis of item data associated with the set of items, item returndata, and the transaction history data; a task assignment component,implemented on the at least one processor, that assigns a second user toassist the identified user with completion of the proposed return of theset of items on condition the return-trust score is within anunacceptable return-trust score threshold range or a return valueassociated with the set of items is within an unacceptable return valuethreshold range; a return authorization component, implemented on the atleast one processor, that authorizes unassisted self-return of the setof items on condition the return-trust score associated with theidentified user is within an acceptable return-trust score thresholdrange and the per-item return value is within an acceptable return valuethreshold range; an item disposition component, implemented on the atleast one processor, that generates a set of item dispositioninstructions associated with the selected item in real-time based on aset of item disposition criteria and the item return data associatedwith the unassisted self-return of the set of items on condition thereturn authorization component authorizes the unassisted self-return ofthe selected item; a return management component, implemented on the atleast one processor, that authorizes completion of the return of the setof items without return of the set of items to a designated item returnarea on condition an estimated restock cost associated with the set ofitems is within an unacceptable threshold range; and a user interfacecomponent, implemented on the at least one processor, that outputs theset of item disposition instructions to a user device associated withthe identified user, the set of item disposition instructions comprisingat least one of an instruction to return the selected item to adesignated return location on condition the estimated restock costassociated with the set of items is within an acceptable thresholdrange.
 19. The system of claim 18, further comprising: the calculationcomponent, implemented on the at least one processor, that calculatesthe per-item return value for the set of items based on a set of itemattributes and a set of item-value parameters, the set of item-valueparameters comprising at least one of a maximum threshold value of theselected item, a threshold number of instances of a returned item pertime-period, a threshold number of item returns in a single transaction,a set of self-return ineligible categories, a set of self-returnineligible items.
 20. The system of claim 18, further comprising: thecalculation component, implemented on the at least one processor, thatanalyzes the item return data associated with the set of items and thetransaction history data associated with the identified user, includinga ratio of item purchases to item returns by the identified user, usinga set of score generation rules; calculates an updated return-trustscore for the identified user based on results of the analysis of theitem return data and the transaction history data; and stores theupdated return-trust score within a returns account associated with theidentified user.